Question 1

Which of the following is not a typical skill required for trust-based relationship selling?

Accepted Answer

Trust-based relationship selling focuses on developing long-term relationships with customers, building trust, and understanding their needs. While financial planning may be important for some sales positions, it is not a typical skill required for trust-based relationship selling. The other options (information gathering, listening and questioning, strategic problem solving, and team building) are all essential skills for building and maintaining trust-based relationships with customers.

Question 2

According to the text, when salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations they are using:

Accepted Answer

The text explicitly states that salespeople alter their sales messages and behaviors during sales presentations or when encountering different sales situations, which is the definition of adaptive selling. Therefore, the best choice is D. The other options, although related to sales, do not specifically address the concept of altering sales approaches to fit different situations.

Question 3

Which one of the following is not a stage in the problem-solving approach to selling?

Accepted Answer

Follow up sale with additional product offerings is not a stage in the problem-solving approach to selling.

Question 4

The mental-states, or formula approach, to personal selling assumes that buyers must be led through four mental states, which occur in this order:

Accepted Answer

The mental-states approach to personal selling assumes that buyers go through four mental stages in the following order: attention, interest, desire, and action (AIDA). First, the salesperson must grab the prospect's attention, then generate interest in the product or service, create a desire for it, and finally prompt the prospect to take action, such as making a purchase. Choice D is the only option that reflects the correct order of mental states.

Question 5

The sales process is usually described as a series of ____ steps.

Accepted Answer

The sales process is composed of a series of interrelated steps that are dependent upon each other for success. The steps may vary depending on the industry or company, but they are generally considered to include prospecting, qualifying, preapproach, approach, presentation, objection handling, closing, and follow-up. These steps build upon each other to create a cohesive process that ultimately results in a sale.

Question 6

Need-satisfaction personal selling is based on the idea that:

Accepted Answer

Need-satisfaction personal selling is based on the concept that customers make a purchase to satisfy a particular need or set of needs. The salesperson's role is to identify and understand the customer's needs and then offer a product or solution that meets those needs. Therefore, option D is the best choice.

Question 7

Salespeople who are customer oriented, honest, dependable, competent, and likable are in a good position to establish

Accepted Answer

Salespeople who exhibit customer-oriented behaviors, honesty, dependability, competence, and likability are more likely to establish trust with customers. Trust is an important factor in building and maintaining customer relationships, which ultimately leads to increased sales and customer loyalty.

Question 8

All of the following statements accurately reflect factors that pertain to need-satisfaction selling except?

Accepted Answer

Need-satisfaction selling is customer-focused and aims to uncover the buyer's needs and preferences before discussing product offerings. Therefore, statement A is contradictory to the principles of this approach.

Question 9

Which of the following statements pertaining to the stimulus-response form of personal selling is true?

Accepted Answer

The continued affirmation method is a classic example of the stimulus-response sales strategy, where the salesperson uses a series of questions or statements to elicit positive responses from the buyer, leading them towards a purchase decision.

Question 10

Which of the five views of personal selling is considered to be the simplest?

Accepted Answer

The stimulus-response view of personal selling is considered to be the simplest because it sees the selling process as a set of stimuli that produce specific responses from the buyer. This view does not take into account the personal factors that may influence a buyer's behavior, making it a simple and straightforward approach to selling.

Question 11

A personal selling approach that involves helping customers reach their strategic goals by using the products, services and expertise of the sales organization is called:

Accepted Answer

The personal selling approach described in the question is known as consultative selling. This approach involves the salesperson working closely with the customer to understand their strategic goals and then using their expertise to recommend products or services that will help the customer achieve those goals. It is a customer-focused approach that emphasizes building a long-term relationship with the customer based on trust and mutual benefit. Needs-satisfaction selling is a similar approach that focuses on understanding and meeting the customer's needs, but it may not necessarily involve a strategic focus. Alternative-solutions approach, stimulus-response selling, and adaptable response method are not recognized personal selling approaches.

Question 12

The sales process begins with:

Accepted Answer

The sales process typically begins with locating qualified prospective customers. Without identifying potential buyers, there can be no sales presentation, appointment, or completion of the sale. Training the sales force and planning the sales presentation come later in the process, after potential customers have been found.

Question 13

Which of the roles salespeople play in consultative selling is most it depended upon the salesperson's business, industry, and customer knowledge?

Accepted Answer

The answer of Which of the roles salespeople play in...

Question 14

Which of the following is not part of the sales process model outlined in the text?

Accepted Answer

The sales process model outlined in the text includes salesperson attributes, initiating customer relationships, developing customer relationships, and enhancing customer relationships. However, Selling situation is not explicitly mentioned as a part of the model.

Question 15

The problem-solving view of personal selling is an extension of:

Accepted Answer

The problem-solving view of personal selling is an extension of needs-satisfaction selling, as both approaches focus on identifying and addressing the specific needs and problems of the customer.

Question 16

When practicing trust-based relationship selling, salespeople should do all of the following except:

Accepted Answer

Trust-based relationship selling involves building a relationship with the customer and acting as a trusted advisor. This approach is not based on stimulus-response selling, which is a more traditional sales approach that focuses on presenting a message or offer that will trigger an immediate response from the customer. Therefore, practicing stimulus-response selling is not a part of trust-based relationship selling.

Question 17

David is always willing to support his customers even when an immediate sale is not expected. David is perceived by his customers as a _____________________ one of the roles David plays as a consultative salesperson.

Accepted Answer

David is perceived as a long-term ally by his customers because he is willing to support them even when an immediate sale is not expected. This indicates that David values building and maintaining long-term relationships with his customers, rather than just focusing on short-term sales.

Question 18

The most important part of the salesperson's job is:

Accepted Answer

The sales process is the most important part of a salesperson's job because it is the process by which they generate revenue for their company. The sales process involves identifying potential customers, qualifying them, developing a sales pitch, closing the deal, and following up with the customer.

Question 19

Which of the following is not one of the four basic approaches to personal selling that were identified three decades ago?

Accepted Answer

The four basic approaches to personal selling are stimulus-response, need-satisfaction, mental-states, and problem-solution. Contingency-selling is not one of the basic approaches to personal selling.

Question 20

_________________is the role the salesperson plays in consultative selling were he or she arranges the use of the sales organization's resources in an effort to satisfy the customer.

Accepted Answer

The role described is that of a strategic orchestrator, where the salesperson takes on the task of coordinating the resources of the sales organization to meet the needs of the customer. This involves leveraging the expertise, products, and services available within the organization to deliver the best possible solution to the customer.

Quiz 1: Overview of Personal Selling